Ticket::EventModulePost###1000-IndexManagement
Marks down the object involved on the event.
Default value:
---
Event: ''
Module: Kernel::System::Ticket::Event::IndexManagement
Ticket::EventModulePost###1100-ArticlePushEventQueue
Marks down the object involved on the event.
This setting can not be deactivated.
Default value:
---
Event: ArticleCreate|ArticleUpdate|ArticleFlagSet|ArticleFlagsSet|ArticleFlagDelete|ArticleEmailSendingSent|ArticleEmailSendingError
Module: Kernel::System::Ticket::Event::ArticlePushEventQueue
Ticket::EventModulePost###1100-PushEventQueue
Marks down the object involved on the event.
This setting can not be deactivated.
Default value:
---
Event: ''
Module: Kernel::System::Ticket::Event::PushEventQueue
Ticket::EventModulePost###2300-ArchiveRestore
Restores a ticket from the archive (only if the event is a state change to any open available state).
Default value:
---
Event: TicketStateUpdate
Module: Kernel::System::Ticket::Event::ArchiveRestore
Ticket::EventModulePost###2700-ForceOwnerResetOnMove
Resets and unlocks the owner of a ticket if it was moved to another queue.
This setting is not active by default.
Default value:
---
Event: TicketQueueUpdate
Module: Kernel::System::Ticket::Event::ForceOwnerReset
Ticket::EventModulePost###2800-ForceStateChangeOnLock
Forces to choose a different ticket state (from current) after lock action. Define the current state as key, and the next state after lock action as content.
This setting is not active by default.
Default value:
---
Event: TicketLockUpdate
Module: Kernel::System::Ticket::Event::ForceState
new: open
Ticket::EventModulePost###3000-ResponsibleAutoSet
Automatically sets the responsible of a ticket (if it is not set yet) after the first owner update.
Default value:
---
Event: TicketOwnerUpdate
Module: Kernel::System::Ticket::Event::ResponsibleAutoSet
Ticket::EventModulePost###3100-LockAfterCreate
When agent creates a ticket, whether or not the ticket is automatically locked to the agent.
This setting is not active by default.
Default value:
---
EndpointContext: AgentFrontend::TicketCreate::Phone|AgentFrontend::TicketCreate::Email
Event: TicketCreate
Module: Kernel::System::Ticket::Event::LockAfterCreate
Transaction: '1'
Ticket::EventModulePost###3300-TicketPendingTimeReset
Sets the PendingTime of a ticket to 0 if the state is changed to a non-pending state.
Default value:
---
Event: TicketStateUpdate
Module: Kernel::System::Ticket::Event::TicketPendingTimeReset
Ticket::EventModulePost###3600-ForceUnlockOnMove
Forces to unlock tickets after being moved to another queue.
Default value:
---
Event: TicketQueueUpdate
Module: Kernel::System::Ticket::Event::ForceUnlock
Ticket::EventModulePost###4000-TicketArticleNewMessageUpdate
Update Ticket “Seen” flag if every article got seen or a new Article got created.
Default value:
---
Event: ArticleCreate|ArticleFlagSet|ArticleFlagsSet|ArticleCustomerFlagSet
Module: Kernel::System::Ticket::Event::TicketNewMessageUpdate
Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser
This event module stores attributes from CustomerUser as DynamicFields tickets. Please see DynamicFieldFromCustomerUser::Mapping setting for how to configure the mapping.
This setting is not active by default.
Default value:
---
Event: (TicketCreate|TicketCustomerUpdate)
Module: Kernel::System::Ticket::Event::DynamicFieldFromCustomerUser
Ticket::EventModulePost###4300-EscalationStopEvents
Ticket event module that triggers the escalation stop events.
Default value:
---
Event: TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|ArticleCreate
Module: Kernel::System::Ticket::Event::TriggerEscalationStopEvents
Transaction: '0'
Ticket::EventModulePost###4400-TimerStartEventActivityStatusSet
Sets the correct status of the first activity from a timer start event.
Default value:
---
Event: ''
Module: Kernel::System::ProcessManagement::Event::TimerStartEventActivityStatusSet
Transaction: '1'
Ticket::EventModulePost###500-NotificationEventContacts
Sends the notifications which are configured in the administrator interface under “Ticket Notifications”.
Default value:
---
Event: ''
Module: Kernel::System::Ticket::Event::NotificationEventContacts
Transaction: '1'
Ticket::EventModulePost###7000-NotificationEvent
Sends the notifications which are configured in the admin interface under “Ticket Notifications”.
Default value:
---
Event: ''
Module: Kernel::System::Ticket::Event::NotificationEvent
Transaction: '1'
Ticket::EventModulePost###950-StoreHistoricalData
Event module registration (store historical data in dynamic fields).
This setting can not be deactivated.
Default value:
---
Event: TicketDynamicFieldUpdate_*|ArticleDynamicFieldUpdate
Module: Kernel::System::Ticket::Event::StoreHistoricalData
Transaction: '1'
Ticket::EventModulePost###950-TicketAppointments
Triggers add or update of automatic calendar appointments based on certain ticket times.
Default value:
---
Event: TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|TicketCreate|ArticleCreate|TicketPendingTimeUpdate|TicketDynamicFieldUpdate_.*
Module: Kernel::System::Ticket::Event::TicketAppointments
Transaction: '1'
Ticket::EventModulePost###9600-TicketDynamicFieldDefault
Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate). This is only possible if all Ticket dynamic fields need the same event.
This setting is not active by default.
Default value:
---
Module: Kernel::System::Ticket::Event::TicketDynamicFieldDefault
Transaction: '1'
Ticket::EventModulePost###9700-GenericAgent
Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate).
Default value:
---
Event: ''
Module: Kernel::System::Ticket::Event::GenericAgent
Transaction: '1'
Ticket::EventModulePost###9800-TicketProcessSequenceFlows
Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate).
Default value:
---
Event: ''
Module: Kernel::System::Ticket::Event::TicketProcessSequenceFlows
Transaction: '1'
Ticket::EventModulePost###9900-GenericInterface
Performs the configured action for each event (as an Invoker) for each configured web service.
Default value:
---
Event: ''
Module: Kernel::GenericInterface::Event::Handler
Transaction: '1'
Ticket::EventModulePost###9990-EscalationIndex
Updates the ticket escalation index after a ticket attribute got updated.
Default value:
---
Event: TicketSLAUpdate|TicketQueueUpdate|TicketStateUpdate|TicketCreate|ArticleCreate|TicketDynamicFieldUpdate|TicketTypeUpdate|TicketServiceUpdate|TicketCustomerUpdate|TicketPriorityUpdate|TicketMerge
Module: Kernel::System::Ticket::Event::TicketEscalationIndex
Transaction: '1'
Ticket::EventModulePost###OTRSCreditCardFilterArticle
This event module stores masked ticket data into database.
This setting can not be deactivated.
Default value:
---
Event: (TicketCreate|TicketTitleUpdate)
Module: Kernel::System::Ticket::Event::OTRSCreditCardFilterMaskCreditCard
Ticket::EventModulePost###OTRSTicketQueueSelection
Sets the queue of a newly created ticket according to the configuration.
Default value:
---
Event: TicketCreate
Module: Kernel::System::Ticket::Event::TicketQueueSelection
AdminTemplate::SubjectMethod###KeepTicketNumber
Defines the behavior for the subject method “overwrite”. If the option is enabled, the ticket number will not be overwritten.
Default value:
0
AgentSelfNotifyOnAction
Specifies if an agent should receive email notification of his own actions.
This setting can not be deactivated.
Default value:
0
CustomerNotifyJustToRealCustomer
Sends customer notifications just to the mapped customer.
This setting can not be deactivated.
Default value:
0
CustomerTicket::Permission###90-CustomerTicketContact
Module to check customer permissions.
Default value:
---
Granted: '1'
Module: Kernel::System::Ticket::CustomerPermission::CustomerTicketContact
Required: '0'
CustomerUserAutoAssign::AgeRestriction
Tickets older than the configured amount of days will not be considered. 0 = all tickets were taken.
Default value:
0
CustomerUserAutoAssign::EmailBlacklist
Blacklisted email addresses will not be considered.
Default value:
--- []
CustomerUserAutoAssign::QueueSelection
Only filled in queues were considered. If no queues filled in, all queues were considered.
Default value:
--- []
DynamicFieldFromCustomerUser::Mapping
Define a mapping between variables of the customer user data (keys) and dynamic fields of a ticket (values). The purpose is to store customer user data in ticket dynamic fields. The dynamic fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set/updated manually by the agent. They mustn’t be enabled for AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer. If they were, they would have precedence over the automatically set values. To use this mapping, you have to also activate the Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser setting.
This setting is not active by default.
Default value:
---
UserFirstname: CustomerFirstname
FormDraftTTL###Ticket
Defines time in minutes since last modification for drafts of specified type before they are considered expired.
Default value:
10080
OTRSDeleteAttachments::Filetypes
A list of file types (MIME) which are processed by the Maint::Ticket::Attachment::Delete console command. 0 means, this type is not to be deleted. 1 means, this type of attachments are going to deleted.
Default value:
--- {}
OTRSDeleteAttachments::Queues
A list of queues (specified by their names) which are processed by the Maint::Ticket::Attachment::Delete console command. Note: if no queues are defined, all queues will be affected.
Default value:
--- []
OTRSDeleteAttachments::SearchInArchive
Consider also archived tickets for attachment delete.
This setting can not be deactivated.
Default value:
1
OTRSDeleteAttachments::TimePeriod
The period (in days) which should be analyzed, starting from the time when the ticket was closed, backwards.
Default value:
30
OTRSDeleteAttachments::TimeSpan
The minimum time span (in days) between the current time and the time when the ticket was closed, to delete the attachments of a ticket.
Default value:
30
OTRSEscalationEvents::DecayTime
The duration in minutes after emitting an event, in which the new escalation notify and start events are suppressed.
Default value:
1440
OTRSTicketQueueSelection::Configuration
Configuration for the ticket and customer user settings leading to queue moves. Key is the queue name, e. g. Junk. Value is a semicolon separated list of ticket and/or customer user settings and their expected value (as regular expression) in the form of “CustomerUser::UserFirstname=’^John$’;CustomerUser::UserLastname=’^Doe$’;Ticket::Title=’^Any title’”. The fields available for tickets and customer users match those available in OTRS.
Default value:
--- {}
StandardTemplate2QueueByCreating
List of default Standard Templates which are assigned automatically to new Queues upon creation.
This setting is not active by default.
Default value:
--- []
StandardTemplate::Types
Defines the list of types for templates.
Default value:
---
Answer: Answer
Create: Create
Email: Email
Forward: Forward
Note: Note
PhoneCall: Phone call
ProcessDialog: Process dialog
Ticket::ArchiveSystem
Activates the ticket archive system to have a faster system by moving some tickets out of the daily scope. To search for these tickets, the archive flag has to be enabled in the ticket search.
This setting can not be deactivated.
Default value:
0
Ticket::ArchiveSystem::RemoveSeenFlags
Controls if the ticket and article seen flags are removed when a ticket is archived.
This setting can not be deactivated.
Default value:
1
Ticket::ArchiveSystem::RemoveTicketWatchers
Removes the ticket watcher information when a ticket is archived.
This setting can not be deactivated.
Default value:
1
Ticket::ChangeOwnerToEveryone
Changes the owner of tickets to everyone (useful for ASP). Normally only agent with rw permissions in the queue of the ticket will be shown.
This setting can not be deactivated.
Default value:
0
Ticket::DefineEmailFrom
Defines how the From field from the emails (sent from answers and email tickets) should look like.
This setting can not be deactivated.
Default value:
SystemAddressName
Ticket::DefineEmailFromSeparator
Defines the separator between the agents real name and the given queue email address.
This setting can not be deactivated.
Default value:
via
Ticket::Frontend::DefaultRecipientDisplayType
Default display type for recipient (To,Cc) names in the ticket detail view of the agent interface.
Default value:
Realname
Ticket::Frontend::DefaultSenderDisplayType
Default display type for sender (From) name in the ticket detail view of the agent interface.
Default value:
Realname
Ticket::GenericAgentAllowCustomModuleExecution
Allows generic agent to execute custom modules.
Default value:
1
Ticket::GenericAgentAllowCustomScriptExecution
Allows generic agent to execute custom command line scripts.
Default value:
1
Ticket::GenericAgentRunLimit
Set the limit of tickets that will be executed on a single genericagent job execution.
Default value:
4000
Ticket::GenericAgentTicketSearch###ExtendedSearchCondition
Allows extended search conditions in ticket search of the generic agent interface. With this feature you can search e. g. ticket title with this kind of conditions like “(key1*&&*key2)” or “(key1*||*key2)”.
This setting can not be deactivated.
Default value:
1
Ticket::Hook
The identifier for a ticket, e.g. Ticket#, Call#, MyTicket#. The default is Ticket#.
This setting can not be deactivated.
Default value:
Ticket#
Ticket::HookDivider
The divider between TicketHook and ticket number. E.g ‘: ‘.
This setting can not be deactivated.
Default value:
''
Ticket::InvalidOwner::StateChange
Automatically change the state of a ticket with an invalid owner once it is unlocked. Maps from a state type to a new ticket state.
Default value:
---
pending auto: open
pending reminder: open
Ticket::MergeDynamicFields
A list of dynamic fields that are merged into the main ticket during a merge operation. Only dynamic fields that are empty in the main ticket will be set.
This setting can not be deactivated.
Default value:
--- []
Ticket::NewArticleIgnoreSystemSender
Ignore system sender article types (e. g. auto responses or email notifications) to be flagged as unread article in the ticket detail view and in the ticket lists.
This setting can not be deactivated.
Default value:
0
Ticket::NumberGenerator
Selects the ticket number generator module. “AutoIncrement” increments the ticket number, the SystemID and the counter are used with SystemID.counter format (e.g. 1010138, 1010139). With “Date” the ticket numbers will be generated by the current date, the SystemID and the counter. The format looks like Year.Month.Day.SystemID.counter (e.g. 200206231010138, 200206231010139). With “DateChecksum” the counter will be appended as checksum to the string of date and SystemID. The checksum will be rotated on a daily basis. The format looks like Year.Month.Day.SystemID.Counter.CheckSum (e.g. 2002070110101520, 2002070110101535).
This setting can not be deactivated.
Default value:
Kernel::System::Ticket::Number::DateChecksum
Ticket::NumberGenerator::CheckSystemID
Checks the SystemID in ticket number detection for follow-ups. If not enabled, SystemID will be changed after using the system.
This setting can not be deactivated.
Default value:
1
Ticket::NumberGenerator::Date::UseFormattedCounter
Enables the minimal ticket counter size (if “Date” was selected as TicketNumberGenerator).
This setting can not be deactivated.
Default value:
0
Ticket::NumberGenerator::MinCounterSize
Sets the minimal ticket counter size if “AutoIncrement” was selected as TicketNumberGenerator. Default is 5, this means the counter starts from 10000.
This setting can not be deactivated.
Default value:
5
Ticket::PendingAutoStateType
Defines the state types of tickets pending for automatic action after the time limit is reached.
This setting can not be deactivated.
Default value:
---
- pending auto
Ticket::PendingReminderStateType
Defines the state types of tickets pending for reminder after the time limit is reached.
This setting can not be deactivated.
Default value:
---
- pending reminder
Ticket::Responsible
Enables the ticket responsible feature to keep track of a specific ticket.
Default value:
0
Ticket::ResponsibleAutoSet
Automatically sets the owner of a ticket as the responsible for it (if ticket responsible feature is enabled). This will only work by manually actions of the logged in user. It does not work for automated actions e.g. GenericAgent, Postmaster and GenericInterface.
Default value:
1
Ticket::Search::CompareBackends
Enables or disables the new/legacy ticket search comparison.
This setting is not active by default.
Default value:
0
Ticket::Service
Allows the defining of services and SLAs for tickets (e. g. email, desktop, network, …) and escalation attributes for SLAs (if ticket service/SLA feature is enabled).
This setting can not be deactivated.
Default value:
0
Ticket::Service::Default::UnknownCustomer
Allows default services to be selected also for non existing customers.
This setting can not be deactivated.
Default value:
0
Ticket::Service::KeepChildren
Retains all services in listings even if they are children of invalid elements.
This setting can not be deactivated.
Default value:
0
Ticket::StateAfterPending
Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached.
This setting can not be deactivated.
Default value:
---
pending auto close+: closed successful
pending auto close-: closed unsuccessful
Ticket::SubjectFormat
The format of the subject. ‘Left’ means ‘[TicketHook#:12345] Some Subject’, ‘Right’ means ‘Some Subject [TicketHook#:12345]’, ‘None’ means ‘Some Subject’ and no ticket number. In the latter case you should verify that the setting PostMaster::CheckFollowUpModule###0200-References is activated to recognize followups based on email headers.
This setting can not be deactivated.
Default value:
Left
Ticket::SubjectFwd
The text at the beginning of the subject when an email is forwarded, e.g. FW, Fwd, or WG.
This setting can not be deactivated.
Default value:
Fwd
Ticket::SubjectRe
The text at the beginning of the subject in an email reply, e.g. RE, AW, or AS.
This setting can not be deactivated.
Default value:
Re
Ticket::SubjectSize
Max size of the subjects in an email reply and in some overview screens.
This setting can not be deactivated.
Default value:
100
Ticket::TicketSearchLegacyEngine
Enables ticket search legacy engine.
This setting can not be deactivated.
Default value:
0
Ticket::Type
Enables the ticket type feature.
This setting can not be deactivated.
Default value:
0
Ticket::Type::Default
Defines the default ticket type.
This setting can not be deactivated.
Default value:
Unclassified
Ticket::UnlockOnAway
Unlock tickets whenever a note is added and the owner is out of office.
This setting can not be deactivated.
Default value:
1
Ticket::UnlockStateType
Defines the state types of tickets to be unlocked after the time limit is reached. To unlock tickets the script “bin/otrs.Console.pl Maint::Ticket::UnlockTimeout” can be used.
This setting can not be deactivated.
Default value:
---
- new
- open
Ticket::ViewableLocks
Defines the viewable locks of a ticket. NOTE: When you change this setting, make sure to delete the cache in order to use the new value. Default: unlock, tmp_lock.
This setting can not be deactivated.
Default value:
---
- '''unlock'''
- '''tmp_lock'''
Ticket::ViewableStateType
Defines the valid state types for a ticket. If a ticket is in a state which have any state type from this setting, this ticket will be considered as open, otherwise as closed.
This setting can not be deactivated.
Default value:
---
- new
- open
- pending reminder
- pending auto
Ticket::Watcher
Enables or disables the ticket watcher feature, to keep track of tickets without being the owner nor the responsible.
This setting can not be deactivated.
Default value:
0
Ticket::WatcherGroup
Enables ticket watcher feature only for the listed groups.
This setting is not active by default.
Default value:
---
- admin
- users
Ticket::Watchlist
Enable ticket watchlist feature.
Default value:
0
Ticket::WatchlistGroup
Set access group(s) for ticket watchlist feature.
This setting can not be deactivated.
Default value:
--- []
AgentFrontend::Ticket::AccountedTime
Activates the time accounting.
This setting can not be deactivated.
Default value:
1
AgentFrontend::Ticket::IncludeUnknownTicketCustomers
Include unknown customers in ticket filter.
This setting can not be deactivated.
Default value:
0
AgentFrontend::Ticket::NeedAccountedTime
Defines if time accounting is mandatory in the agent interface. If enabled and the note is visible to agents in a ticket action, the fields “Subject”, “Body” and “AccountedTime” are always mandatory and therefore the “Required” property for these fields will be ignored (no matter if it is set or not).
This setting can not be deactivated.
Default value:
0
AgentFrontend::Ticket::TimeUnits
Sets the preferred time units (e.g. work units, hours, minutes).
This setting can not be deactivated.
Default value:
(work units)
AgentFrontend::TicketDetailView::Property###StateType
Defines the next possible states for tickets in the agent interface.
This setting can not be deactivated.
Default value:
---
- new
- open
- closed
- pending reminder
- pending auto
